SME Service Manager.RBG -BB Customer Service & Quality.Retail Banking Group

Mashreq Bank PSC; United Arab Emirates; On-site; AED 250,000 - 350,000; Full time

Job summary

A prominent banking institution in the UAE is seeking an experienced SME Service Manager to lead initiatives that optimize and automate processes within the banking sector. Responsibilities include enhancing customer experiences, managing stakeholder relationships, and ensuring compliance with bank policies. The ideal candidate will have a postgraduate degree and 10-12 years of banking experience, possessing in-depth knowledge of banking processes and systems. This is a full-time position based at the UAE headquarters.

Qualifications

• 10-12 years of banking experience.
• In-depth knowledge of processes and policies.
• Commitment to timely delivery of management objectives.

Responsibilities

• Manage SME services to streamline and automate processes.
• Lead initiatives to optimize bank processes for efficiency.
• Collaborate with teams on digital transformation.

Skills

Stakeholder management

Process automation

Customer experience enhancement

Education

Postgraduate degree

Tools

Banking systems knowledge

Job description

SME Service Manager.RBG -BB Customer Service & Quality.Retail Banking Group

United Arab Emirates (Fulltime office (FTO))

Trending

Job Description

Managing SME Services – streamlining and automation of processes

Key result Areas

Lead business initiatives to streamline and automate processes that will result in enhanced customer experience, ease of business and cost reduction.

Lead efforts to analyze and optimize bank processes for greater efficiency. Identify bottlenecks and implement solutions to reduce processing times, improve workflow, and ensure seamless service delivery.

Identify and implement service automation solutions by continuously assessing and adopting new technologies to enhance the bank’s operations and streamline customer service functions.

Optimize and enhance both digital and physical service channels (e.g., online / mobile banking, ATMs, branch operations) to ensure consistent, fast, and reliable customer interactions across all touchpoints.

Regularly track and analyze key performance indicators (KPIs) related to service delivery, customer satisfaction, and operational efficiency. Constantly identify ways to automate these controls. Use these insights to drive continuous improvement in service quality and operational performance, and suggest strategic initiatives.

Collaborate with transformation teams/digital squads to explore process automation, simplification and service improvement opportunities.

Work together with various stakeholders and support digital transformation initiatives of Business Banking unit.

Drive initiatives that are in line with Mashreq's strategy and commitment towards sustainable environment.

Formulate Business Requirement Document (BRD), raise User Request Forms (URF) to facilitate process change development.

Provide postproduction support to the frontend teams / users.

Ensure Compliance with Policies and SOPs to safeguard the bank from potential loss / AML fraud / and ensure ethical behavior.

Review and design Risk and Control framework of BB Liability and Service team to ensure effective controls are in place.

Support user acceptance testing of digital journeys.

Design Q&As related to new complex processes and support with required departmental Training programs.

Assist unit in managing ad hoc activities to execute the vision of HOBB, RBG and Mashreq.

Knowledge, skills and experience

• Commitment to timely delivery of management objectives.

In-depth Knowledge of processes and policies.

Stake holder management.

Knowledge on systems used by the Bank and corporate memory of central services within Business Banking in Mashreq is an added advantage.

• Postgraduate with 10-12 years banking experience.

Job Info

• Job Identification 4013
• Job Category MashreqBank
• Posting Date 12/05/2025, 05:12 AM
• Apply Before 01/31/2026, 12:00 AM
• Job Schedule Full time
• Locations United Arab Emirates (Fulltime office (FTO))